Service control point funtionality implemented at communication endpoints

ABSTRACT

A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.

CROSS-REFERENCE TO RELATED DOCUMENTS

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BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention is in the field of telephony communication andpertains particularly to methods and apparatus for implementing servicecontrol point (SCP) functionality at communication endpoints.

2. Discussion of the State of the Art

In the field of telephony communications, businesses routinely employmultiple contact channels to facilitate consumer contact and directiontoward the transaction process. A business may provide 1-800 numbers aswell as one or more local telephone numbers for consumers to initiatevoice contact with transaction services or technical servicedepartments. Some businesses also provide access to transaction-basedand technical services through Web-based services that require theconsumer to navigate using a network-capable appliance.

One problem with static voice contact services is that cost formaintaining a connected voice channel may differ for consumers usingmobile communications devices depending upon the location from which thecommunication attempt is initiated. In many instances, consumers do nothave knowledge of all of the different voice contact numbers that may beprovided for specific service regions. Moreover, consumers often overusepublished 1-800 numbers when they could call a local number. Businessesmust pay to maintain the 1-800 numbers and unnecessary use of thosenumbers by consumers can add up to higher business costs forcommunications. Providing Web-based transaction and technical servicechannels including VoIP channels and automated processes require moretask processing for consumers relative to Website navigation and processinitiation and qualification.

Therefore, what is clearly needed is a system and method for reducingcost of consumer access to business services in real time while reducingor eliminating navigation task problems associated with Web-basedservices as an alternative to initiating voice contact.

SUMMARY OF THE INVENTION

The problem stated above is that reduced cost is desirable forconsumer-to-business voice communication, but many of the conventionalmeans for reducing the costs to the consumer of such communication suchas by providing alternate web-based business contact methods to avoidcost carrying channels also create more complexity in the consumerinitiation process of the communication attempt. The inventors thereforeconsidered functional components of a communication system and network,looking for elements that exhibit interoperability that couldpotentially be harnessed to provide lower cost consumer access tobusiness communication channels but in a manner that would not createmore work for the consumer.

Every business is propelled by consumer patronage, one by-product ofwhich is a robust and loyal consumer base. Most such businesses employcontact services and Web-based services to direct potential consumers toa potential transaction, and Web servers and contact center services aretypically a part of such apparatus.

The present inventor realized in an inventive moment that if, at thepoint of contact, potential costs to the consumer could be reduced foraccess to a voice communications channel maintained by the business,significant upswing in consumer loyalty and patronage might result.

The inventor therefore constructed a unique service for intervening inconsumer contact attempts that allowed consumers to save on costs ofconnection while eliminating manual task performance related tonavigating to a lower cost channel that can be used to initiate atransaction process with the business. A significant increase incompleted transactions results, while automating priority channel accessfor the consumer.

Accordingly, in one embodiment a system for managingcustomer-to-business voice communication is provided, comprising anetwork-connected communications device and instructions executable onthe communications device from a non-transitory physical medium. Theinstructions provide a first function for determining if a destinationasserted requires treatment, a second function for sending data from thecommunications device to a network-connected server, a third functionfor receiving alternative destination information from the server; and afourth function for establishing communication with the business basedon the returned destination information.

In one embodiment the data comprises location information regarding thecommunications device. The location information may be derived from aGlobal Positioning System device operable at the communications device.

In one embodiment the treatment includes bumping the destination beingdialed and immediately asserting a returned destination. The treatmentmay include pre-routing to a live or automated attendant or delivery ofa callback request. VoIP destinations may include one or moreperson-to-person (P2P) destinations.

In another aspect of the invention a method for managingconsumer-to-business voice communication is provided, comprising thesteps of (a) at the time of a communication attempt initiated by acommunications device, determining if a treatment should be applied tothe communication destination; (b) if it is determined at step (a) thata treatment should be applied, passing data from the communicationsdevice to the server via a data connection; (c) based on the datareceived at the server, returning to the communications device one ormore alternative communication destinations; and (d) substituting one ofthe returned destinations at the communications device for thedestination originally asserted.

In one embodiment of the method the data comprises location informationregarding the communications device. Also in one embodiment the locationinformation is derived from a Global Positioning System device operableat the communications device. The treatment may include bumping thedestination being dialed and immediately asserting a returneddestination.

In some cases the treatment further includes pre-routing to a live orautomated attendant, and also may include delivery of a callbackrequest. Further, VoIP destinations may include one or moreperson-to-person (P2P) destinations.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

FIG. 1 is an architectural overview of a communications networksupporting reducing costs in consumer-to-business communicationaccording to an embodiment of the present invention.

FIG. 2 is a sequence diagram illustrating steps for determining if acall attempt requires cost intervention according to the embodiment ofFIG. 1.

FIG. 3 is a process flow chart illustrating steps for intervening in acommunication attempt to lower cost for a connection.

FIG. 4 is a process flow chart illustrating steps for reducing costs fora connection and applying personalized treatment according to anembodiment of the present invention.

DETAILED DESCRIPTION

The inventors provide a system and methods for reducing the costs ofconsumer-to-business communication that reduces or eliminates typicaltask requirements for consumers relative to navigating through lowercost communication channel alternatives.

The present invention will be described in enabling detail using thefollowing examples, which may describe more than one relevant embodimentfalling within the scope of the present invention.

FIG. 1 is an architectural overview of a communications network 100supporting reducing costs in consumer-to-business communicationaccording to an embodiment of the present invention. Communicationsnetwork 100 includes The Internet network, illustrated herein asInternet network 101 and a mobile telephony carrier network 102, labeledmobile carrier. Mobile carrier network 102 may be any wireless carriernetwork having access to Internet network 101. Mobile network 102 may bea cellular telephony network, a wireless fidelity (WiFi) network or anyother network capable of carrying voice communications for mobileclients. It should be noted herein that although it is preferred thatnetwork 102 is a wireless network, that fact should not be construed asa limitation of the present invention. In some embodiments, network 102may be a wired telephone network.

Internet network 101 includes all of the lines, equipment, and accesspoints that make up the Internet network as a whole including connectedsub-networks. Therefore, there is no geographic limitation to thepractice of the present invention. In one embodiment, network 101 may bea wireless network segment such as a municipal area network (MAN), or acorporate wide area network (WAN). Mobile carrier network 102 servesclients who operate a variety of mobile communications devices. One suchpotential consumer is represented herein by a mobile smart phone 105.Mobile phone 105 may instead be a cell phone, an android device, apersonal digital assistant (PDA), or a computing appliance running atelephony application.

In this example, communications network 100 connects potential consumersto voice services offered by a business such as business 104. Business104 may be any type of business offering products and or services to aconsumer base. In a preferred embodiment, business 104 is a businesswith multiple regional locations, perhaps including multiple nationaland international locations. Business 104 represents just one ofpotential locations and includes a service center comprising multiplecommunications stations. Each communications station includes a localarea network (LAN) connected computer and a telephone for voicecommunication. In a preferred embodiment, both telephones and computingstations are adapted for voice communications. Consumer 105 has wirelessconnection to network 102 via a wireless link 116. In this example,consumer operating mobile communications device 105 is connected to anInternet service provider (ISP) 108 enabling access to Internet network101 through a multimedia gateway 109. Mobile phone 105 is also capableof receiving and making telephone voice calls through traditionalnetworks such as the public switched telephone network and via Voiceover Internet protocol (VoIP).

Business 104 includes a telephony switch 111 connected by a telephonetrunk 118 to a local telephone switch 115 within mobile network 102.Switches 111 and 112 may be private branch exchange (PBX) switches,automated call distributors (ACD) switches, or some other type ofservice control point (SCP) capable of distributing telephone callswithout departing from the spirit and scope of the present invention.The telephones at communications stations 120 have connection to switch111 in this example, via internal telephone wiring 107. Switch 111 hasaccess to an interactive voice response (IVR) application adapted toscreen incoming calls and to provide routing and automated services topotential consumers. The LAN inside business 104 supports an Internetprotocol router 110 adapted to receive and route VoIP requests to agentsmanning communications stations 120. In this sense, business 104 canhandle multiple channels of communication including plain old telephonysystem (POTS) calls and Internet protocol network telephony (IPNT). Thecontact services performed by business 104 may instead be contracted outto a third party such as a contact center without departing from thespirit and scope of the present invention.

A third-party contact center server 103 is illustrated in this exampleand is adapted to be a service provider of the service of the presentinvention. The contact service infrastructure illustrated in business104 may be hosted by a contact center that also hosts server 103. Server103 includes a non-transitory physical medium containing all of the dataand instructions required to enable function as a data server connectedto the Internet. Server 103 has connection to Internet 101 via anInternet access line 106, and to mobile network 102 through gateway 109.Server 103 includes a database application that is adapted to receive,maintain, and serve data belonging to businesses that may subscribe to athird-party-hosted service of the present invention. In anotherembodiment, a business may acquire the capability of implementing theservice internally for its sole use without departing from the spiritand scope of the invention.

In this embodiment, business 104 publishes specific voice contact datafor all of its locations to contact center server 103. Such informationis maintained for the business with the aid of instructions 117.Business 104 may have multiple local telephone numbers for each officeor business department distributed over a region, the local numbers foruse by potential consumers who are within local calling distance from aparticular office or department. In addition, business 104 may also havespecial 1-800 toll-free telephone numbers for consumers who must reach aspecific office or department, but that are currently outside of thelocal calling distance of that office or department.

A potential consumer may avoid long distance charges by calling thelocal number if the person is local to the business at the time of acall. If the potential consumer is not local, they may select anappropriate published 1-800 number to reach the business department oroffice of the business. 1-800 umbers include additional prefixes 888,877, 866, and 855. Consumers incur costs of long distance numbers andsome local numbers while businesses incur the costs for subscribing to1-800 numbers and the cost of use by consumers using the numbers toavoid toll charges. Call center server 103 maintains all of abusinesses' published (local) contact numbers as well as published 1-800numbers. Server 103 may also maintain published VoIP telephone numbersand Skype numbers used by the business.

Smart telephone 105 has a dialer 114 residing on a non-transitoryphysical medium and executed to run in this example. Dialer 114 servesas a proxy-dialing engine for smart phone 105. Dialer 114 includes logicfor establishing a channel to a URL-based Web service running on callcenter server 103. Dialer 114 may be downloaded from server 103 or fromany Website operated by the entity providing the service of the presentinvention. In another embodiment, dialer 114 may be a temporary downloadinstead of a resident application. When a consumer operating smart phone105 attempts a call to a business, such as business 104, that subscribesto the service, dialer 114 determines, during or just before a callattempt, whether or not a lower cost number is available to replace thenumber selected by the consumer to dial. In a preferred embodiment, theservice attempts to lower the cost of the connection for both thecustomer and the business. In another embodiment the service may also,or alternatively, determine a number or numbers based on load.

A simple example of use may involve a person attempting to dial abusiness number from a directory or from a list of contact numbers onthe smart phone. When the customer is dialing a number the dialer proxychecks whether a treatment should be applied to the dialed number. Inone embodiment, numbers that belong to subscriber businesses such asthose that might be found in a local directory or contact list on theoperators phone may be flagged for the instruction set to intervene. Inone embodiment, dialer 114 may intervene any time a 1-800 number isselected for dialing. In one embodiment, the operator dials the initial1-800 number and dialer 114 intervenes by sending current geographicpositioning satellite (GPS) data along with the reference 1-800 numberto server 103. At server 103, instructions 117 check the number and GPSinformation and determines if there is an available local number thatthe operator of smart phone could subsequently dial instead of theinitial 1-800 number to establish a connection that could avoid thecharges to the business for use of the 1-800 number.

In one embodiment, the proxy dialer (dialer 114) has already establisheda connection with server 103 before the operator of smart phone 105selects a number to dial. In this case, dialing may be automaticallydelayed by inserting a pause of a specified time until the results ofthe number and GPS data analysis are performed at server 103. If a localnumber is available that routes the intended call to the correct orequally suitable office or department of the business, the local numberis forwarded to dialing application (dialer) and is dialed instead ofthe 1-800 number saving cost for the business in this case. In anotherembodiment, dialing of the initial number is cancelled if the proxydialer determines that a different telephone number should be usedinstead. In another case, it may be that the operator of smart phone 105has access to a local number for a subscribing business, but is outsidethe local dialing range at the time that the call is intended. In thiscase, dialer 114 passes the GPS data and local number selected to server103. If the local number can be associated with a 1-800 number to thesame location, the 1-800 number is forwarded to smart phone 105 and thatnumber is immediately dialed saving the customer the cost of longdistance dialing to the local number. Each subscribing business such asbusiness 104 may have its own secure area in the database for publishingall of the contact information available for each office and departmentlocation.

Dialer 114 may be provided with special configuration files from server103 at the time of inquiry about a number to be dialed. In this case,the configuration file may specify which number is best to dial based onGPS status. In one embodiment, dialer 114 may provide consumeridentification data to server 103 along with the number and GPSinformation. In this case, server 103 may further contain customerinformation, or a redirection link to a customer database hosted by thetargeted business. In this embodiment, there may be specialconfiguration files for customers that could direct the calls inspecific manners such as by skipping IVR treatment for certain customergroups or by ordering priority routing for specific customers identifiedas high priority patrons. Such a pre-configured file might becommunicated with the subsequent call to provide special commands forthe dialed endpoint relative to how this consumer should be treated. Ifthe file is also forwarded to the business at the time download to smartphone 105 before the call attempt, the contact center has knowledge ofthe impending telephone call and routing instruction before the call isplaced.

In one embodiment, server 103 may return more than one number toconsider in dialing. For example, a 1-800 number may generally park theconsumer at an IVR where intervention occurs before transfer to theappropriate destination within the business. The 1-800 number may covertwo or more call destinations within a department or office. Byreturning all of the local numbers and service descriptions for thosenumbers covered by the 1-800 number, the consumer can call in direct andskip IVR treatment for internal routing. The consumer might view thenumber choices before selecting the appropriate local number to dial. Inone embodiment, the numbers may be arranged in some order of priority sothat the dialer simply dials the first number on the list. If the firstnumber is not answered or the estimated waiting time for service is toohigh, the dialer might terminate the call and immediately dial the nextlocal number on the list returned by server 105. The amount of consumerpersonalization available to the call is partly dependent on the amountand type of information maintained at server 103 and the type and amountof information sent to the server from the smart phone at the time ofthe initial call attempt.

In one embodiment, the consumer operating smart phone 105 may have alocal business directory downloaded to the device or presented on awebsite accessed from the device. If dialer 114 is executed and runningat the time of number browsing, the numbers viewed that belong tosubscriber businesses may be caused to light up or present flagsindicating which businesses participate in the service.

FIG. 2 is a sequence diagram 200 illustrating steps for determining if acall attempt requires cost intervention according to the embodiment ofFIG. 1. On the consumer device and at or before the time of a callattempt, a proxy dialer analogous to dialer 114 of FIG. 1 send aconnection request to a third-party server to establish a an activesession. In one embodiment, the server may be hosted by the businessthat the caller wishes to contact. The third-party server analogous toserver 103 of FIG. 1 acknowledges the request and a session isestablished.

When the consumer desires to call a business, the consumer may select anumber and simply place the call. With the proxy application running,the proxy dialer may automatically and by default, intervene in the callattempt. The call attempt may be paused or delayed or canceled duringthe intervention. The proxy dialer may gather GPS information and theoriginal number dialed, and send the data to the third-party server. Atthe server, a lookup is performed to determine if the number belongs toa subscribing business. If the number does not belong to a subscribingbusiness then the intervention may be terminated and the original numbermay be dialed. In one embodiment, the service does not requirebusinesses to subscribe, but gathers the public contact information forall businesses and sells subscriptions to consumers instead.

If the GPS data and the number identification indicate that the consumershould call another telephone number, the lower cost number is returnedto the consumer device for dialing. This number might be a localtelephone number, a 1-800 number, or a VoIP number such as a Skypenumber. The proxy dialer on the consumer device dials the returnednumber to the business and establishes a voice call connection to thebusiness. For each call attempt, the proxy dialer may intervene todetermine if a lower cost number for the destination dialed isavailable. The cost savings may go to the business or the consumerdepending on the scenario. In one instance where it is known the userhas a Skype account or similar VoIP access account, the number returnedmay be a Skype number or other VoIP dialable address that might be alower cost alternative than an originally dialed long distance numberdepending on a consumers communications contract with the telephonycarrier.

FIG. 3 is a process flow chart 300 illustrating steps for intervening ina communication attempt to lower cost for a connection. At step 301, theconsumer might download and install a proxy telephone dialer and logicanalogous to dialer 114 of FIG. 1. At step 302, the consumer may startthe application and establish a connection with a third-party dataserver like server 103 of FIG. 1. At step 303, with the applicationrunning in the background, the consumer selects a number to dial. Thenumber might be selected from a list on the phone or from a directorybeing accessed by the phone, or from a number returned during a 411call.

At step 304, the proxy dialer intervenes to determine if a treatment iswarranted for the number subject to dialing. In one embodiment, thenumber may be flagged for intervention based on GPS data that haschanged during the course of the application running and movement of theconsumer. In one embodiment, each number being dialed is checked againstinformation held in a third-party server database. In still anotherembodiment, all of the subscribed business numbers are available to thephone in a special directory that may be presented in light of currentGPS coordinates.

If at step 304, no treatment is warranted, the dialer continues dialingthe original telephone number at step 305. The connection is establishedat step 310 skipping steps 306-309. This may mean that the number beingdialed is a business subscriber's number and is already the best numberto call based on the GPS coordinates, or that the number was not knownto the system as a subscriber number. If the system determines thattreatment is warranted at step 304, then the proxy dialer may delay thecall attempt to the initial number at step 306 while a better number isbeing obtained. In one embodiment, the number and the GPS locationinformation is passed to the server for every dialing attempt anddetermination of treatment or no is made at the server.

At step 307, the proxy dialing application passes the consumer GPSinformation and the telephone number being dialed to the third-partyserver. At step 308, the server returns a lower cost contact number todial for the given circumstances. The cost savings could go the consumeror to the business depending on the initial number dialed, the currentGPS data and the number returned. At step 309, the proxy dialer dialsthe number returned by the server. The connection is established at step310. In one embodiment, enough information is provided locally todetermine if treatment should be applied and that determination may bemade before GPS information is sent out to the server. In anotherembodiment, all determinations are made at the server based oninformation sent to the server by the proxy dialing application. In oneembodiment, treatment may include personalized treatment for knownconsumers.

FIG. 4 is a process flow chart 400 illustrating steps for reducing costsfor a connection and applying personalized treatment according to anembodiment of the present invention. This process assumes that theconsumer has the proxy dialing application running in the backgroundwith a connection established with a third-party server analogous toserver 103 of FIG. 1.

At step 401, the consumer selects a number to dial. At step 402, theinstructions send the number, customer data, and GPS data to the servicehosted on the server. In this case, the service may provide securedatabase areas for customer service data provided to the server bybusinesses. The customer data sent from the communications device mightbe limited to the customer's name and telephone number. At step 403, theservice checks the number originally dialed against the numbers listedat the service to determine if the number belongs to a subscribingbusiness. If it does not, the original number dial attempt may beresumed and customer data and GPS information may be purged from theserver.

At step 404, the service may determine if the customer is known to thebusiness that the customer is attempting to dial. This can be determinedif the subscribing business has provided customer identification ofregular or repeat consumers to the server. Whether the customer is knownor not known may play into which type of treatment may be applied. Atstep 405, the service determines if a treatment is warranted. Thisdetermination may be made based on number identification, customeridentification and GPS location information at the time of the callattempt.

If the service determines that treatment is not warranted at step 405,the process moves to step 406 and the dialer resumes dialing the initialnumber. The determination that treatment is not warranted may be madeaccording to information that the dialed number has no lower costalternative or the business number dialed is not known. At step 409, thecall is connected and routed accordingly without any special treatment.

At step 405, if the service determines that treatment is warranted, itwill mean that the business tied to the initial number is a subscribingbusiness, that there is a lower cost alternative number the consumercould dial instead, and perhaps the status of the customer as known tothe business owning the number dialed. In this case, the service maysend a CFG file and lower cost number to dial to the communicationsdevice of the consumer at step 407. The CFG file might contain certainrouting information that could be passed to the business during thesubsequent telephone call using the lower cost number. The CFG filemight be tailored according to customer type or segmentation, or valueto the business.

At step 408, the proxy dialer dials the returned telephone number. Atstep 409, the business answers the call and it is routed accordingly.For example, if the CFG file has code that suggests direct connection toa live agent rather that IVR treatment that could be communicatedimmediately if the IVR answers. The IVR would immediately transfer thecaller to the best or directed destination. In one embodiment, thebusiness is copied on the treatment as it is forwarded to the consumer'scommunications device. In that case, the business will havepre-knowledge of the impending call and can initiate routing before thecall hits the system. Other components could be included in treatmentsuch as building in a call back request, skipping IVR processing,immediate live agent transfer, auto attendant transfer, transfer tobilling, transfer to service or help, among others.

It will be apparent to one with skill in the art that the communicationscost reduction system of the invention may be provided using some or allof the mentioned features and components without departing from thespirit and scope of the present invention. It will also be apparent tothe skilled artisan that the embodiments described above are specificexamples of a single broader invention that may have greater scope thanany of the singular descriptions taught. There may be many alterationsmade in the descriptions without departing from the spirit and scope ofthe present invention.

1-14. (canceled)
 15. A system for establishing voice communicationbetween a communications device and a contact center, the systemcomprising: a processor; and a memory, wherein the memory storesinstructions that, when executed by the processor, cause the processorto: identify a communication attempt to a first communicationdestination; transmit data to a server over a data link relating to thecommunication attempt; receive destination information from the serverfor a second communication destination in response to the transmitteddata; and initiate voice communication to the second communicationdestination instead of the first communication destination, based on thereceived destination information.
 16. The system of claim 15, whereinthe data includes geographic location of the communications device. 17.The system of claim 16, wherein the location information is derived froma Global Positioning System device operable at the communicationsdevice.
 18. The system of claim 15, wherein the first communicationdestination is associated with a communication cost that is higher thana communication cost associated with the second communicationdestination.
 19. The system of claim 15, wherein the data includescustomer profile data and the second communication destination isselected based on the customer profile data.
 20. The system of claim 15,wherein the data includes customer profile data, and treatment of thevoice communication by the contact center is based on the customerprofile data.
 21. The system of claim 20, wherein the treatment includesby-passing an automated voice response system based on the customerprofile data.
 22. A method for establishing voice communication betweena communications device and a contact center, the method comprising:identifying a communication attempt to a first communicationdestination; transmitting data to a server over a data link relating tothe communication attempt; receiving destination information from theserver for a second communication destination in response to thetransmitted data; and initiating voice communication to the secondcommunication destination instead of the first communicationdestination, based on the received destination information.
 23. Themethod claim 22, wherein the data includes geographic location of thecommunications device.
 24. The method claim 23, wherein the locationinformation is derived from a Global Positioning System device operableat the communications device.
 25. The method claim 22, wherein the firstcommunication destination is associated with a communication cost thatis higher than a communication cost associated with the secondcommunication destination.
 26. The method claim 22, wherein the dataincludes customer profile data and the second communication destinationis selected based on the customer profile data.
 27. The method claim 22,wherein the data includes customer profile data and treatment of thevoice communication by the contact center is based on the customerprofile data.
 28. The method claim 27, wherein the treatment includesby-passing an automated voice response system based on the customerprofile data.